I need the 'Agent Name' to be masked in the case view of the portal on CSP portal

[nunavathv]

I need the Agent Name to be masked in the case view of the portal so that Customers are not able to see the agent's name when they click on a case at any time including before/after case updates are made.

[GlideFather]

Hi @nunavathv,

navigate to Conversational Interfaces > Settings:

There click Agent chat and check the toggles:

Let me know if that helped

[GlideFather]

@nunavathv 

Ah sorry, you attached screenshot that was not possible to load, so what I wrote above is for Virtual Agent.

If you want to mask the user in the Portal, the procedure will not help...

[Ankur Bawiskar]

@nunavathv 

you might have to clone the OOTB widget and then make changes to it

Then add this new widget again to page'

check this link and it has solution

Hide the agent name from the activity stream on the portal 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[nunavathv]

i dont want to hide the agent name i want to to mask it